Franklin Marriott Cool Springs — Hotel in Franklin

I manage travel for my company, and we’ve housed several team members at this hotel since one of our offices is right across the street. I've stayed here myself, one time for more than a week, and while it's a little dingy and seems like it could be better if someone cared about it, there was nothing serious to really complain about it. We’ve never once asked for a refunded room here—until now.

My boss checked in very late after a long day of travel and immediately noticed a faint but disturbing gas/sewer-like odor in his room. He tried to endure it because he was exhausted but the smell made it impossible to sleep. He tossed and turned all night and didn't get any quality rest. By early morning, sleep deprived and frustrated, he decided to check out and asked me to find him another hotel. He politely told the front desk that the room smelled like sewer or gas, and that he had to check out early for business.

Later, when I called the front desk manager to tell her the problem and make sure we weren't charged for the room, she said she would look into it. Later in the day she called me back and admitted that the smell was caused by a toilet that was left unbolted during construction, which had allowed sewer odors to seep into the room. She told me not to worry that it wasn't gas he was breathing in all night. They agreed to cancel our second night, but refused to refund the first night—even though my boss had reported the issue upon checkout and they later confirmed it was a real problem.

That’s where this hotel failed and why we won't be staying here again. We'll move to the Hilton Franklin which is a little further of a walk, but a better option. Mistakes and maintenance issues can happen, but once it’s acknowledged that a guest was subjected to a sewer smell all night because of their oversight, the right thing to do is offer a refund. Instead, they dismissed the inconvenience and discomfort entirely. To their credit, they did offer 15,000 marriott points, but we weren't looking for that, we were looking for them to do the right thing which is not charge us for a disgusting experience that left us worse off than it found us.

Would you want to try to sleep in a room with a sewer smell, then be told the next day it was in fact a sewer issue from a toilet not bolted down correctly, and still be charged full price? Then stay here! To me, that’s not acceptable hospitality. This hotel had the chance to do the right thing and...

I was disappointed. But let me say something positive first. The staff was very helpful and friendly. Some of the best I have ever encountered. Now for the negatives. The last two hotels I had stayed at had many more amenities using much less square footage (Embassy Suites Hot Springs Arkansas and Club Quarters World Trade Center). (1) Franklin Marriott Cool Springs did not have free breakfast - they did not even have free coffee. (2) I called before making reservations asking about their "Business Center". Yes, I was told " not only did they have computers but a printer also." (I knew I would need to get some work done while I was there.) Marriott's "business center" was a joke. There were two sorry PC's and the world's cheapest printer. But the biggest problem were it's location. It was right by the front door near the bar - with herds of people talking and noises from ice and coffee machines. (Embassy Suites had a separate room accessed by your room key with many more computers, printers and a scanner. Club Quarters had similar with a Apple Mac also available. These were places one could actually get some work done.) I got NO work done during the three days that I was at Marriott. (3) Marriott's WiFi was not free. It was free at Club Quarters. Not sure about Embassy Suites but there you could go to a real "Business Center" if it was not free. (4) The room had no storage. The actually square footage was twice that of Club Quarters yet there was no room to put anything. Example: One (1) towel bar that would hold exactly one towel. No counter space by sink. Limited work area if you had brought your own PC and willing to pay for Wifi access. Someone might say that Marriott does not cater to millennials - that they are trying to attract more mature customers. I am in my 60's and was very disappointed by what it was lacking. A millennial would...

Poor service

I would not recommend staying at this property. It looks nice on the inside and the majority of the staff was very nice. However, their management leaves a lot to be desired. We stayed here April 8-11 for the one-up championship cheer competition

Our family and I derive 8.5 hours to make the trip to TN. Whe we arrived we found something unexpected. My son had just had an accident inthe car and went to take a showers. When I came I the room to check on him, we saw dirty bloody towels and a bed that hadn’t been made up and there was bloody underwear inthe bathroom trash

I immediately grabbed him out of the shower and went to the front desk to notify them. Their solution. Was to comp one day of breakfast for the trouble.

I pushed back because who know how long that had been there and what germs had been left behind. She then offered points towards another stay. I again pushed back because that offers them no accountability. I didn’t ask for the entire stay to be comped because that would be unreasonable. I asked for just one night back she said that shouldn’t be a problem and we never heard back.

When I went to checkout, they had not comped us the night. The day manager at the front desk said that he can offer $50 to resolve the issue.

The next step was to ask for the general managers number. When we were given his number, it rang to a fax number which went to a fax. I’m very disappointed in your company’s service. There is clearly a gap in your hotels commitment to a clean and safe environment and the ability to take accountability for this issue. I will never recommend...